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Associate Director of Service Management

G6 Up to £74,091 per annum

Job Description

Welcome letter

About the Technology & Innovation Directorate:

The Technology and Innovation Directorate sets the strategic direction for the technology platforms that underpin DBS services. These services help make recruitment safer and play a critical role within the safeguarding sector, having issued over 33.5 million disclosure certificates to date whilst simultaneously maintaining the Adult and Child barred lists.

Having recently moved away from a full technology outsource model, DBS is on a pathway to disaggregate its technology services. This entails breaking services down into key components, building internal capability to deliver services in-house where appropriate and using specialist strategic partners where required. DBS has a clear and ambitious Technology Roadmap designed to execute this activity, modernising both the technology and ways of working in the process.

As a result of the change in direction and the development of a clear and ambitious technology roadmap, the directorate is changing and expanding. Investing in the modernisation of existing services through digital transformation means expanding the existing, award-winning Digital Team into a fully-fledged Digital, Data and Technology function, whilst also ensuring the supporting services are scaled accordingly.

The Directorate Teams Comprise:

Digital, Data and Technology Team

This team provides the technical delivery capability for new and existing digital services, alongside the delivery of key technology sustainment and transformation projects. Agile by default, this team thrives on delivering customer-facing services based on user-centric design principles.

Service Management Office

Incorporating elements of both IT Service Management and SIAM capabilities within the in-house Service Management Office has been key for DBS in the journey away from a single outsource model to a multi-vendor approach. The team interfaces with colleagues and suppliers alike, managing all levels of the ITIL process stack.

Information Governance & Cyber Security

Managing sensitive information in a digital environment demands a strong cyber capability coupled with a mature information governance regime. This team provides both capabilities to DBS through a mixture of technology, assurance and leadership roles within the team.

Enterprise Architecture

Having recently moved away from an outsourced technology model and now being firmly in control of its technology direction, the Enterprise Architecture function ensures that core technology principles are embedded into all technology activities. The team own the DBS 2025 Technology Roadmap and ensure the modernisation of DBS services and technology platforms is executed in a controlled, logical and strategic manner.

Innovation

A new capability within DBS, this function is designed to provide an organisation-wide innovation capability. The function focuses on innovation in general, rather than purely technology innovation, hence the organisation-wide span of operation.

Associate Director of Service Management Role

As part of the DBS ambition to modernise and disaggregate its technology services, whilst moving away from a historic culture of technology outsourcing, the development of a SIAM function becomes crucial for DBS.

With a co-sourced SIAM team currently in place, and a mature plan to fully in-source the capability, now is an opportune time for a dedicated Associate Director of Service Management to join DBS. Working within the Technology and Innovation Directorate and being part of the Directorate Management Team, this individual will be responsible for the completion of the SIAM in-sourcing activities and the ongoing development of the function.

DBS has a very ambitious Technology Roadmap to deliver in the coming years, alongside business-critical systems which play a key role in the safeguarding of vulnerable children and adults. The Associate Director of Service Management will play a pivotal role in the delivery of these services and has a significant opportunity to influence the strategic direction of DBS technology.

Job description

Reports to CIDO

Team/ Business Unit Technology and Innovation

Location Primarily based out of Liverpool and Darlington. There is scope for the role to be based Nationally.

Job purpose

Provide strategic and operational leadership to the DBS IT Service Management and SIaM function.

Govern and performance manage strategic partners contracted to deliver key ITIL capabilities and managed services

Design, approve and oversee key indicators to ensure the Technology Service providers effectively prioritise, control, measure, report and communicate in line with the DBS business requirements and the Suppliers contractual obligations

Implement and further develop a DBS SIAM function in partnership with strategic suppliers with a view to bringing the function in-house over a two year period commencing March 2019.

Own and manage and lead on the tactical and day to day operational relationship with all IT service and system suppliers to the DBS including internal and Central Government groups.

Represent the DBS on all service design, transition and operational IT Service Management issues and planning with external suppliers as part of current and future IT projects, acting as trusted advisor and SME for IT Service Management and SIAM.

Own and maintain the DBS Service Catalogue, ensuring that services meet agreed business requirements and can be delivered by internal and third-party managed service providers, ensuring End-to End service is both visible and documented.

Own and Manage all IT service change in accordance with good practice and Enterprise Architecture governance.

Maintain and drive a Continuous Service Improvement plan (CSIP), with a visible overall CSI register ensuring that key managed service suppliers actively deliver CSI.

Budget accountability and control of IT cost centre of circa £35M including significant Management Service provider contracts and internal resource costs.

Management, development, and recruitment of internal team of circa 12-18 with Direct line management for Heads of Service (HOS) roles.

Identify, manage and work to mitigate key organisational risks relating to the effective delivery of IT services

As an SME and trusted advisor, maintain awareness of changes within Industry best practice and new standards regarding strategic development of the IT Service function and recommend how they can be used to support the DBS overall strategic Plan.

Key responsibilities

The post holder will report directly to the CIDO within the Technology and Innovation Directorate. They will be accountable for the co-ordination of all project and day to day IT service management and SIaM activities for the DBS.

Accountable for ensuring all service change activity is managed in accordance with Enterprise Architecture Board processes, including receipting, agreeing, approving and transitioning.

As a member of the Technology and Innovation Directorate Management Team (DMT) they will act in a leadership and management capacity to aid the successful delivery of the DBS Strategic Plan.

The post holder will also have line management responsibility for a multi-disciplined team of IT professionals delivering both IT Service management and SIAM capability across all business functions within the DBS, this includes teams currently in both Liverpool and Darlington.

Corporate Duties

As a member of the DBS leadership team the post holder is accountable for working with other Heads of Service and Directors to support DBS transformation into becoming a centre of excellence.
Play an active part as a member of the Technology and Innovation Directorate management Team, leading the organisation and undertaking corporate duties on behalf of DMT.
Take a strategic role in driving the changes identified by the transformation programme to develop the capabilities and implement the target operating model.

Operational Delivery

Work with senior management, DBS Enterprise Architecture governance, the Home Office and the DBS IT Managed service delivery partners to propose, agree and deliver IT services to defined Service Level Agreements.
Manage the cross-lifecycle IT service management relationship with all IT delivery partners, acting as the key point of contact in all IT service related business.
Undertake the Business Relationship Management (BRM) role, acting as the key point of contact in all business to IT related interaction, including the interpretation of business outcomes into IT deliverables.
To ensure maximum availability of IT systems and services.
Work with DBS IT managed service suppliers and DBS Security to develop, test and maintain a IT Service Business Continuity plan (ITBCP)..
Own and manage IT stakeholder forums and meetings, including IT CAB’s, Problem Review meetings, Service Performance reviews, and any other appropriate cross organisational and Home Office IT groups.
Represent service management in other IT stakeholder forums and meetings including Technical Design Authority, Project Management Office (PMO) review Boards, and Silver Command groups when established
Accountable for the collation of all IT supplier performance data producing an end to end view of service performance and availability for publication at Director and Board level
Manage all service-related escalations and coordinate the DBS response and communications to major incidents and all IT changes.
Lead the IT Service Management work stream for the delivery of the strategic IT solution (and in all future developments), assuring that supplier processes, organisational structures and roles and responsibilities are fit for use,
Develop and maintain mature ITIL v3 based processes for any internal DBS activities, whilst considering the enhanced opportunities that V4 may present for the organisation.
Work out of hour shift patterns as and when required.

Stakeholder Engagement

Developing excellent working relationships with all internal stakeholders and governance structures (from delivery staff to Directors and Board members) and external delivery partners, including the strategic IT Managed Service providers and Home Office Technology groups.
Establishing communications, processes and materials for business leads, working with the IT managed service suppliers to make best use of time and resources.
Networking with key external stakeholders to establish, develop and maintain close relationships
Developing and managing stakeholder engagement through joint working with stakeholder bodies
To identify and implement appropriate strategies to deliver business IT change.
Represent the DBS on key Central Government IT forums as appropriate and feedback on any strategic and Governance related implications.

Competencies

Setting Direction

Changing and Improving: Encourage a culture of innovation focussed on adding value – give people space to think creatively, within the framework of the DBS Enterprise Architecture.
Seeing the Big Picture: Identify implications of Departmental and political priorities and strategy on own work area to ensure plans and activities reflect these

Engaging People

Leading and Communicating: Confidently engage with stakeholder and colleagues at all levels to generate commitment to goals
Collaborating and Partnering: Encourage contributions and involvement from a broad and diverse range of staff by being visible and accessible

Delivering Results

Delivering at Pace: Get the best out of people by giving enthusiastic and encouraging messages about priorities, objectives and expectations.

Management of resources - people

The post holder will provide line management for internal teams of anything from 12 or more staff, including several direct reports.

Knowledge and experience

Essential Skills

ITIL V3 Expert certification or equivalent experience
Working knowledge of an Enterprise Architecture framework
Extensive experience of working in complex multi supplier environments
Experience of delivering IT services across all stages of the IT service management Lifecycle.
Experience of operating within an Agile delivery environment
Experience of managing and running a SIAM environment
Strong financial management and budget accountability
Extensive leadership and experience of managing multi-disciplined teams
Ability to establish and maintain senior level relationships and influence at all levels.
Excellent communication and influencing skills demonstrable at all levels and across all stakeholder and delivery groups

Desirable Skills

An understanding and experience of working within the public sector would also be desirable.

Behaviours

The Civil Service has defined a set of behaviours that, when demonstrated, are associated with job success. For this role you should demonstrate the following Civil Service Behaviours: